After completing this course, your customers and your community will view you as a highly respected professional and as someone they can call upon for all of their real estate needs.

This course will equip you with the tools and knowledge for establishing relationships with fellow REALTORS®, affiliated business partners, and customers that will last a lifetime.

Professionalism and quality service are the keys to success in the real estate industry, so be sure to attend and add this certification to the top of your achievements.

Learn why professionalism is critical for
your success and much more...

Understand what the consumer survey says about REALTORS® and their quality of service and professionalism

Discover 5 ways to assess your customer service

Learn how training and accountability increase professionalism

Meet or exceed your buyer and seller expectations

Know what it takes to set yourself apart from other agents

Deal with difficult customers without losing the deal

Adapt in order to meet the standards of buyers and sellers

Redefine your skills to understand the current disclosure issues

Know how risk management increases professionalism

Evaluate circumstances that motivate customers to buy and sell

Establish standards to aid you in providing professional
services throughout the transaction, from start to finish

Utilize web-based systems to coordinate an efficient transaction
management system

Assess policies to reach maximum professionalism within
the brokerage

Criteria for Becoming a "Gold Key Certified" Agent:

If you're an agent of an ORRA broker member, you must complete the 7-hour "Excellence in Professionalism" Gold Key Certification Course in its entirety and inform your broker immediately of your achievement. Within 4 to 6 weeks of program completion, you will receive your certificate and your Gold Key Certified pin, which you may wear proudly as a demonstration of your commitment to professionalism and quality service.

Criteria for Becoming a "Gold Key Certified" Broker:

As an ORRA broker, you must complete the 7-hour "Excellence in Professionalism" Gold Key Certification Course in its entirety. Within 4 to 6 weeks of course completion, you will receive your certificate and your Gold Key Certified pin, which you may wear proudly as a demonstration of your commitment to professionalism and quality service. As a broker, you can then encourage all of your agents to complete the certification course so that you can earn the distinction of being a "Gold Key Certified" office.

Criteria for Becoming a "Gold Key Certified" Office:

To qualify as a "Gold Key Certified" office, the broker-in-charge must first become Gold Key Certified. Additionally, the following percentage criteria for their agents must be achieved by the deadlines stated:

By December 31, 2015, the broker and 20% of their agents must be Gold Key Certified.

By December 31, 2016, the broker and 40% of their agents must be Gold Key Certified.

By December 31, 2017, the broker and 50% of their agents must be Gold Key Certified.

After meeting the above requirement (based on the calendar year in which the office becomes certified), the broker should notify the Professional Development Department in writing at education@orlandorealtors.org. After the application has been verified, the broker will receive their Gold Key Certified decal, which may be proudly displayed in the office.

Each year, the Professional Development Department will conduct an audit to ensure that the requirements for Gold Key Certified offices have been maintained. If an office falls below the required criteria, the broker will be notified and provided a grace period to meet the required criteria.

How to receive certification credit and 7 CE credits for the
"Excellence in Professionalism" Gold Key Certification Course:

Be present for 90% of the class — According to DBPR regulations, anyone absent for more than 10% of class instructional time is ineligible to receive CE credit. A class monitor will be provided to assist you with time tracking and we ask that attendees please check-in and check-out with the monitor if they must leave the classroom.

Sign-in and sign-out on the attendance rosters — Please confirm your attendance by signature endorsement on all sign-in and sign-out rosters.

The Professional Development Department administers ORRA's newest certification program, the Gold Key Certification. If you have any questions about the program, please contact education@orlandorealtors.org or 407.513.7268

INSTRUCTORS

Marcie Roggow,
ABR/M, CCIM, CRB, CRS, DREI, GRI, SRS

Licensed since 1971, Marcie has served as an officer in her local and state association and CRS and CRB, both
nationally and locally. She has also co-authored many of the nationally recognized designation courses including the ABR/M courses and currently practices real estate in
Naples, FL. Scheduled Teaching Date: February 26, 2015

Beverly Pindling,
ABR, AHWD, EAH, GRI, SRES

Beverly has been involved in real estate for 30 years. Over the years, she has acquired many designations in the real estate industry, including ABR, AHWD, EAH, GRI, and SRES. Beverly is the broker owner of BP Real Estate Services, former president of ORRA, and a top instructor for IFREC Real Estate schools.Scheduled Teaching Dates: April 9, September 30, and December 3, 2015

Cynthia Deluca,
ABR, ASR, CSR, GRI

As the broker owner of Total Realty Corp. located in Deland, FL, Cynthia concentrates mainly on residential sales and property management. She is an author and
instructor for several CE courses and has written
property management courses for Florida REALTORS®, in addition to two GRI courses for the Nevada Association of REALTORS®. Cynthia has been featured in both the Florida REALTOR® and National REALTOR® magazines. Scheduled Teaching Dates: June 3 and October 1, 2015

Dick Fryer,
ABR, DREI, MBA

As a licensed real estate broker and instructor for more than 30 years, Dick has personally taught tens of
thousands of students. He appears as a well- recognized guest speaker presenting current topics impacting
today's real estate community and is also called upon as an expert witness in litigation concerning the practice of real estate. Dick teaches a wide array of REBAC courses in addition to his NAR designations and was appointed to the Florida Real Estate Commission in December
of 2013.Scheduled Teaching Dates: July 21, August 5, and October 8, 2015

Licensed since 1971, Marcie has served as an officer in her local and state association and CRS and CRB, both
nationally and locally. She has also co-authored many of the nationally recognized designation courses including the ABR/M courses and currently practices real estate in
Naples, FL. Scheduled Teaching Date: February 26, 2015

Beverly Pindling,
ABR, AHWD, EAH, GRI, SRES

Beverly has been involved in real estate for 30 years. Over the years, she has acquired many designations in the real estate industry, including ABR, AHWD, EAH, GRI, and SRES. Beverly is the broker owner of BP Real Estate Services, former president of ORRA, and a top instructor for IFREC Real Estate schools.Scheduled Teaching Dates: April 9, September 30, and December 3, 2015

Cynthia Deluca,
ABR, ASR, CSR, GRI

As the broker owner of Total Realty Corp. located in Deland, FL, Cynthia concentrates mainly on residential sales and property management. She is an author and
instructor for several CE courses and has written
property management courses for Florida REALTORS®, in addition to two GRI courses for the Nevada Association of REALTORS®. Cynthia has been featured in both the Florida REALTOR® and National REALTOR® magazines. Scheduled Teaching Dates: June 3 and October 1, 2015

Dick Fryer,
ABR, DREI, MBA

As a licensed real estate broker and instructor for more than 30 years, Dick has personally taught tens of
thousands of students. He appears as a well- recognized guest speaker presenting current topics impacting
today's real estate community and is also called upon as an expert witness in litigation concerning the practice of real estate. Dick teaches a wide array of REBAC courses in addition to his NAR designations and was appointed to the Florida Real Estate Commission in December
of 2013.Scheduled Teaching Dates: July 21, August 5, and October 8, 2015